Seasoned Bilingual Customer Service Representative – Spanish & English – Remote – Global Tech & SaaS Support Specialist – Champion Customer Loyalty, Retention, and Advocacy at brighthush

Welcome to brighthush – Where Talent Meets Innovation

At brighthush, we’re more than a recruitment partner; we’re a catalyst for career acceleration and industry disruption. Our mission is to connect exceptional professionals with the most forward‑thinking tech, MarTech, FinTech, EdTech, and eCommerce organizations across the UK, US, Canada, Europe, and Australia. We place you directly into the heart of dynamic, growth‑oriented teams where your contributions are valued, your expertise is recognized, and your career can flourish. If you thrive on solving complex problems, delighting customers, and driving measurable impact, brighthush is the launchpad for your next big opportunity.

Role Overview

Position Summary

We are looking for a highly motivated, bilingual Customer Service Representative to become the first point of contact for our diverse, global customer base. In this role, you will deliver exceptional support in both English and Spanish, ensuring every customer feels heard, understood, and satisfied. Your ability to navigate fast‑paced environments, solve problems creatively, and communicate with empathy will be key to your success.

Why This Role Matters

Customer experience is the lifeblood of any tech‑driven organization. As a bilingual representative, you will bridge language barriers, enhance customer loyalty, and directly influence the reputation of the companies you support. Your work will help drive retention, upsell opportunities, and brand advocacy across international markets.

Key Responsibilities

• Multilingual Communication: Handle inbound and outbound calls, emails, and chat inquiries in both English and Spanish with professionalism and clarity.
• Issue Resolution: Diagnose and resolve customer problems, providing accurate information about products, services, and policies.
• CRM Management: Log every interaction in the company’s CRM, ensuring data integrity and compliance with privacy standards.
• Escalation Management: Identify complex issues, route them to the appropriate department, and follow up to guarantee a smooth hand‑off and resolution.
• Performance Excellence: Meet or exceed KPIs such as average handle time, first‑contact resolution, customer satisfaction scores, and quality assurance metrics.
• Continuous Improvement: Participate in training sessions, share feedback on process gaps, and contribute to the development of best‑practice playbooks.
• Team Collaboration: Work closely with cross‑functional teams—sales, product, and technical support—to ensure a unified customer experience.
• Remote Work Mastery: Manage your own schedule, maintain high productivity, and stay connected with the brighthush community through virtual meetings and collaboration tools.

Essential Qualifications

• Fluency in English and Spanish (written and spoken) with a strong command of idiomatic expressions and cultural nuances.
• Minimum of 2 years’ experience in a customer service or call‑center environment, preferably in a tech or SaaS context.
• Proven track record of meeting or exceeding customer service KPIs.
• Strong active listening skills and the ability to demonstrate genuine empathy toward customer needs.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and basic computer literacy.
• Excellent multitasking abilities—juggling multiple software applications while engaging with customers.
• Experience working remotely, including self‑discipline, time‑management, and effective virtual communication.

Preferred Qualifications

• Experience in a bilingual support role within the FinTech, MarTech, or EdTech sectors.
• Knowledge of customer‑success metrics and the ability to translate data into actionable insights.
• Familiarity with ticketing systems, knowledge bases, and self‑service portals.
• Experience with remote collaboration tools such as Zoom, Slack, and Microsoft Teams.
• Additional language skills (e.g., Portuguese, French, or Mandarin) are a plus.
• Certification in customer service or a related field.

Skills & Competencies

• Communication: Clear, concise, and persuasive verbal and written communication in both languages.
• Problem‑Solving: Analytical mindset with the ability to troubleshoot issues quickly and accurately.
• Adaptability: Comfortable with changing priorities, new technologies, and evolving customer expectations.
• Team Player: Collaborative attitude, open to feedback, and eager to support colleagues.
• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Tech Savvy: Comfortable learning new software, navigating multiple platforms, and leveraging data for decision‑making.

Career Growth & Learning

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a bilingual Customer Service Representative, you will have access to:

• Structured mentorship programs with senior customer success leaders.
• Regular training workshops on product knowledge, industry trends, and advanced communication techniques.
• Opportunities to transition into specialized roles such as Customer Success Manager, Technical Support Specialist, or Product Evangelist.
• Internal job boards that showcase openings across our partner companies, allowing you to explore new challenges without leaving the brighthush ecosystem.
• Annual performance reviews that align your goals with the company’s strategic objectives.

Work Environment & Culture

brighthush fosters a culture of inclusivity, innovation, and continuous learning. Our remote teams thrive on:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• A transparent communication framework that encourages open dialogue and feedback.
• A commitment to mental and physical well‑being, with resources such as wellness stipends, virtual fitness classes, and mental health support.
• A focus on diversity and belonging, ensuring every voice is heard and valued.

Compensation & Benefits

While specific salary ranges may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for bilingual customer service roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance options for employees and their families.
• Retirement savings plans with company matching contributions.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Technology stipend to support a productive home‑office setup.
• Employee assistance programs and wellness resources.

How to Apply

Ready to elevate your career and make a real impact in a global tech environment? Join brighthush and become part of a community that values talent, innovation, and customer excellence.

Apply now by submitting your resume and a brief cover letter highlighting your bilingual experience and customer‑service achievements. We look forward to exploring how your skills can help us and our partner companies deliver world‑class support to customers worldwide.

For any questions, feel free to reach out to our recruitment team at [email protected]. Let’s build the future of customer experience together!